BlackBerry® Bold™

[kinkienanie23]

Been using my 9790 for about 4months now, was working fine until recently d touchscreen function just stops working and then I have to restart the phone, after which it works for a while and then stops again....

Who knows what I can do??

Please Help!!!

[sdgardne]

Hi and Welcome to the Community!

Think carefully...what happened just before this behavior started? A new app? An update? A Theme? Something else? Think carefully as the smallest change could be causal...and attempt to undo whatever that was.

Beyond that, you could attempt some troubleshooting steps of reloading your OS, updating to a new OS, loading your OS "bare bones" and then slowing adding things back in (to see if a badly behaving app is causal), etc. If you want details for any of that, just let us know and we'll be glad to post more.

Good luck and let us know!

[kinkienanie23]

Thanks for the help but how do I do the bare bone thing...thanks

[sdgardne]

At the top of each device forum, there should be some "sticky" threads that discuss the OS levels available for many models. If they include your model, then please use those as reference as you proceed. Otherwise, you will have to dig through the official download portal for OS packages for your model:

• http://us.blackberry.com/support/downloads/download_sites.jsp

From a PC, you can install any compatible (e.g., for your exact BB Model Number) OS package to a BB via this procedure:

• http://supportforums.blackberry.com/t5/BlackBerry-Device-Software/How-To-Reload-Your-Operating-Syste...

Note that while written for "reload" and the Storm, it can be used to upgrade, downgrade, or reload any BB device model -- it all depends on the OS package you download and install to your PC. If that OS package is from a carrier other than the carrier for which your BB was originally manufactured, then delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

• C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
• C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

Be sure that you remove, from your PC, any other BB device OS packages as having more than one installed to the PC can cause conflicts with this procedure.

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You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.

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You may also want to try this procedure to perhaps narrow down the precise causal item:

1. Load your OS "bare bones"...if anything is optional, do not install it.
2. If the behavior presents immediately, then try a different OS with step 1
3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
4. Add one thing -- no matter how tempting, just one.
5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.

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If you are on MAC, you are limited to only your carriers sanctioned OS packages...but can still use any levels that they currently sanction. See this procedure:

• KB19915How to perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software

Good luck and let us know!

[jainpk0]

I am also facing the same problem. The touchscreen gets locked frequently. After restarting, it  becomes ok, after after an hour or 2, again gets locked. Can I solve this problem without having to reload the OS?

[sdgardne]

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jainpk0 wrote:

I am also facing the same problem. The touchscreen gets locked frequently. After restarting, it  becomes ok, after after an hour or 2, again gets locked. Can I solve this problem without having to reload the OS?

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Hi and Welcome to the Community!

Maybe...maybe not...at our internet distance, it's pretty much impossible to guarantee anything.

You can attempt to boot into Safe Mode:

• KB17877 How to start a BlackBerry smartphone in Safe Mode

It may take you multiple attempts to get the ESC key sequence (press/release/hold) correct, so be patient. When successfully into Safe Mode, if the behavior does not present, then think carefully...what happened just before this behavior started? A new app? An update? A Theme? Something else? Think carefully as the smallest change could be causal...and attempt to undo whatever that was.

If the behavior does present in Safe Mode, then the problem is deeper...OS level corruption possibly. A clean OS reload might just cure it. Unless it's a hardware issue, in which case no amount of OS nor software can help.

The various diagnostic methods provided can help indicate what the root issue may be. The more rigorous diagnostic processes you follow, the better information you have, an hence the better ability to deduce a root issue. Using less rigorous processes results in a lower quality/quantity of information, and a lower chance of a deduction being correct.

Good luck and let us know!